[Ian101]

http://www.cleanitup.co.uk/smf/index.php?topic=126296.0


Above link is to a post of mine from June last year.

Cleaned this customers windows Friday, knocked for money, conversation went like this.

Hi Mrs Jones .. all done that be £8 please

Make this the last time you clean them

OK

she was wanting me to argue with her but now got more customers than I can cope with so wasnt bothered plus shes was looking for a fight and like I say wasnt bothered

I will be honest with you Ive got the lads down the road who still use ladders doing them from now on (she defo looking for a fight from her tone)

just smiled and said OK

no no no no no she really wanted a fight now cos I wasnt biting  

Well you could have closed my windows (there were 2 little openers on bedroom window open but I just carefully cleaned them)

I cleaned them

YES BUT YOU COULD HAVE CLOSED THEM !!!!!!!!!

and I didnt get any water into the room did I ! (a statement not a question)

no well you still could have closed them

but I cleaned them so whats the problem ??

well just saying thats all !!!!!!!!!

so just smiled at her and walked away.


job was a PIA as she wanted a call the night before plus wanted the bottoms squeegeed (why I agreed to do this is beyond me) ... she was going up to £10 from next month but didnt get chance to tell her.

Went down road to the 2 trad lads to tell them no hard feelings as they were welcome to her but denied they were her new windies ?? .. so rekon shes just got no money in truth as they seemed decent lads and had no reason to lie.

however glad shes off books only kept her on as do loads on the same road but have learnt my lesson for good now which is along lines of;

Dont let customers dictate how you clean
Dont bend over backwards for nasty people

and in true CIU style replaced her already as next job was a first clean that I had picked up day earlier at £12 bimonthly  

In all honesty though if I have any grief of customers these days like in the origianal June post they're burnt there and then as no time for idiots these days.

[CLEANCARE WC]

There is only one thing I hate more than a pita customer and that is if they cancel before I dump them.

[bobby p]

you are well rid.  im thinking that type of customer is exactly the sort you see in KFC who shouts out rudely when ordering a bargain bucket"no legs,white meat only" , they are smug whiners in everything they do ,users

[CLEANCARE WC]

you are well rid.  im thinking that type of customer is exactly the sort you see in KFC who shouts out rudely when ordering a bargain bucket"no legs,white meat only" , they are smug whiners in everything they do ,users

another classic from Bobby P  

Do you have to go to Felixstowe rd Ipswich if you want a KFC Bobby? there isnt one in Felixstowe is there?

[bobby p]

you are well rid.  im thinking that type of customer is exactly the sort you see in KFC who shouts out rudely when ordering a bargain bucket"no legs,white meat only" , they are smug whiners in everything they do ,users

another classic from Bobby P  

Do you have to go to Felixstowe rd Ipswich if you want a KFC Bobby? there isnt one in Felixstowe is there?

yes,the felixstowe rd kfc,  i can make it there in under 15 minutes if i kick it (not in the van).

[CLEANCARE WC]

you are well rid.  im thinking that type of customer is exactly the sort you see in KFC who shouts out rudely when ordering a bargain bucket"no legs,white meat only" , they are smug whiners in everything they do ,users

another classic from Bobby P  

Do you have to go to Felixstowe rd Ipswich if you want a KFC Bobby? there isnt one in Felixstowe is there?

yes,the felixstowe rd kfc,  i can make it there in under 15 minutes if i kick it (not in the van).

You would think you would have one by now! probably the only place in the uk to still have a wimpy!

[bobby p]

this has got me peckish now,im remembering theres a new lad serving in there,Polish but has a namebadge saying david,serves quickly but carefully  and doesnt flunk the order . i could be eating by 8  if i leave now 

[CLEANCARE WC]

this has got me peckish now,im remembering theres a new lad serving in there,Polish but has a namebadge saying david,serves quickly but carefully  and doesnt flunk the order . i could be eating by 8  if i leave now  

when you get a good bucket there is nothing better, but when its bad its bad. go on treat yourself  

oh and if you have'nt tried it get the gravy its amazing!

[bobplum]

your too soft thats your problem

[Ian101]

used to be Bob ..... learning lessons as I go

[Londoner]

you are well rid.  im thinking that type of customer is exactly the sort you see in KFC who shouts out rudely when ordering a bargain bucket"no legs,white meat only" , they are smug whiners in everything they do ,users

another classic from Bobby P  

Do you have to go to Felixstowe rd Ipswich if you want a KFC Bobby? there isnt one in Felixstowe is there?

yes,the felixstowe rd kfc,  i can make it there in under 15 minutes if i kick it (not in the van).

You would think you would have one by now! probably the only place in the uk to still have a wimpy!

There are loads of Wimpeys round here.

[Tom White]

Ian, I think you handled the situation brilliantly.

Once, some years ago, I was messed about by a customer who kept on saying 'Not this month'; she did it twice so I just stopped going; but I cleaned her neighbours.

One day I tipped up and there was a for sale sign outside her house and she came out, gave me a big smile (very unusual for her) and asked me to start cleaning her windows.  I said I would, but not this month 'cos I was busy.  "Okay" she said, "See you next month!"

The following month came around and I planned to just miss her and she came running out, "Can you clean them today?" and I said, "Sorry, not this month!"  Her smile changed to a frown and she went back in the house.

Shaudenfraude; can't beat it.

[elite mike]

hi tosh

i had a few bungs up the road from you,had the same thing, dumped last year

was going to pass them on to you    but you would not thank me for it 

[Perfect Windows]

You handled it just right.

Staying calm in front of someone desperate to pick a fight is one of the most satisfying experiences possible.

Vin

[lee_dewing]

Hi  Ian been there to.

As you said, i found the few akward customers use to spoil my day "your late!"
"I never know when your coming!"

"Not today there not that dirty"
"it's gonna rain later/tomorrow, leave it"
"My old window cleaner use to...."  then a reference to all these non chargeable extra's like doing garage door, unblocking downpipes, clearing all the gutters for less than a pint of beer.

When your short of custies you put up with this non sense.
But when your established the tide turns.

Be careful i have been guilty of dumping customers on a knee jerk reaction.
I try to let it wash over me now and just make a note, 3 strikes and your out is a good policy.

Have been operating on a one strike and your out policy
Been a bit childish in the past maybe it's just putting up with the crap for the first two years.

Good luck Ian, remember you always pick up work when you least expect it.
As they say dump and get two more

[G Griffin]

this has got me peckish now,im remembering theres a new lad serving in there,Polish but has a namebadge saying david,serves quickly but carefully  and doesnt flunk the order . i could be eating by 8  if i leave now 

His name might be David  .

[Johnny B]

I am looking forward to the time when I can bin all the messers on my run.

I have a nucleus of good, reliable customers who are always pleased to see me. Then I have the rest who see a cloud in the sky or who have heard the long term weather forecast, sending me away with an 'I will call you when I want them done again'. This is happening to me on a scale that has never happened to me before.

As I am still building my run up, I feel that I am having to take the rubbish along with the good and sift through it.

It seems that the nicer you are, the more comtempt some people treat you with. It will be these ones who I will take some delight in binning.  

This worm is turning!

John

[bobplum]

with out knowing the ins and outs of johnny b life i feel this is one of the big mistakes we make when building a round and thats putting up with these type of people
My advice to johnny would be to cull the rubbish,especially late payers,have less customers but better quality customers,this frees your mind and your time,it will make you more positive towards the job,get the good customers on standing orders,reduce your collecting time,work to a better schedule and when that falls in to place then start building it up with more quality customers.
These people are not customers they are a drain on your time and resources and are invariably holding your business back

[Johnny B]

with out knowing the ins and outs of johnny b life i feel this is one of the big mistakes we make when building a round and thats putting up with these type of people
My advice to johnny would be to cull the rubbish,especially late payers,have less customers but better quality customers,this frees your mind and your time,it will make you more positive towards the job,get the good customers on standing orders,reduce your collecting time,work to a better schedule and when that falls in to place then start building it up with more quality customers.
These people are not customers they are a drain on your time and resources and are invariably holding your business back

Bob, you make some very good points here. I don't have any problems with late payers. I have one or two, but I can deal with those. The main problem I have to address is to deal with those
who turn me away for no reason other than they don't want it done when I call. 

This is a new experience for me. I built my run in England from scratch over 14 years had nothing like the runaround some people give me here. Maybe it's the culture here! But you are right in that I need to cull the dead wood, keep the regulars happy and continue to build on this.

I will start wielding the hatchet this week!

John